Experienced Customer Service Advocate II – Delivering Exceptional Support to Arenaflex Members

At arenaflex, we're dedicated to revolutionizing the way we serve our 28 million members. As a Customer Service Advocate II, you'll play a vital role in shaping the experience of our members and providers. Join our team and become a part of a dynamic, national organization that values diversity, flexibility, and growth.

About Arenaflex

Arenaflex is a diversified, national organization that's committed to delivering exceptional healthcare solutions to our members. With a focus on innovation and customer-centricity, we're constantly pushing the boundaries of what's possible. Our team is passionate about making a difference in the lives of our members, and we're looking for like-minded individuals to join us on this journey.

Position Purpose

As a Customer Service Advocate II, you'll be the advocate that focuses on resolving routine inquiries, issues, or concerns for members and/or providers. You'll leverage a variety of communication channels to provide timely, accurate, and personalized support on routine complaints and escalations. Your primary goal will be to ensure that our members and providers receive high-quality service, and that their concerns are addressed promptly and effectively.

Key Responsibilities

* Assess and research routine member and/or provider inquiries, requests, and/or concerns to determine causes, and initiate corrective actions to other service or technical departments as needed

• Mitigate and prevent complaints from being escalated to resolve in initial contact
• Serve as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Provide support on various member or provider issues to ensure customers receive high-quality service
• Maintain performance and quality standards based on established contact center metrics
• Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails
• Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remain up-to-date and adhere to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance
• Provide expertise in resolving multiple inquiries, requests, and/or concerns across all areas of responsibilities
• Perform other duties as assigned
• Comply with all policies and standards

Essential Qualifications

* High School diploma or GED

• 1-2 years of related experience in a contact center environment
• Vocational or technical education in addition to prior work experience may be required
• Experience interacting with members and/or providers in a contact center environment is preferred

Preferred Qualifications

* Bachelor's degree in a related field (e.g., business, communications, customer service)

• Previous experience in a customer-facing role, particularly in a healthcare or insurance setting
• Strong knowledge of CRM applications and contact center software
• Excellent communication and problem-solving skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities
• Strong knowledge of CRM applications and contact center software
• Ability to maintain confidentiality and handle sensitive information
• Strong attention to detail and organizational skills
• Ability to work effectively in a team environment and provide support to colleagues as needed

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development opportunities, including:

• On-the-job training and mentorship programs
• Ongoing education and training in customer service, communication, and problem-solving skills
• Opportunities for advancement and career growth within the organization
• Access to industry-leading tools and technologies
• Collaborative and supportive work environment

Work Environment and Company Culture

Arenaflex is a dynamic and inclusive organization that values diversity, flexibility, and growth. We offer a range of work arrangements, including remote, hybrid, field, and office work schedules. Our team is passionate about making a difference in the lives of our members, and we're looking for like-minded individuals to join us on this journey.

Compensation, Perks, and Benefits

Arenaflex offers a comprehensive benefits package, including:

• Competitive pay: $17.17 - $26.97 per hour
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• Flexible approach to work with remote, hybrid, field, or office work schedules
• Total compensation may also include additional forms of incentives

Equal Opportunity Employer

Arenaflex is an equal opportunity employer that is committed to diversity and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified Applicants with Arrest or Conviction Records

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act.

How to Apply

If you're passionate about delivering exceptional customer service and making a difference in the lives of our members, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our mission, and to submit your application. Apply for this job